Complaints

This profile includes complaints for Prime Time Manufacturing's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Prime Time Manufacturing

  66149 SR 19 Wakarusa, IN 46573

• 

  Prime Time Manufacturing

  PO Box 3030 Elkhart, IN 46515-3030

• 

  Prime Time Manufacturing

  55470 County Road 1 Elkhart, IN 46514-9765

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 16th, 2023 my wife and myself attended the ** show in ********** **. While at the show we ended up purchasing a 2024 Primetime Manufacturing Avenger 27DBS. The model that we were shown was equipped with a large sturdy reclining leather couch. At the time of purchase, we were advised by the sales representative and the Primetime Manufacturing representative that the model that we were shown would mirror the model we would receive. The Avenger 27DBS that we received did not come with the reclining couch that we were shown and promised. What we received was a smaller, flimsy reclining couch. We reached out to the dealer who sold us the Avenger 27DBS and they advised that Primetime Manufacturing denied the claim to replace the couch with the correct model that we were shown at the time of purchase. This ** was also loaded with evidence of poor quality control from the manufacturing process (loose screws between frame and cab, sawdust everywhere, metal shaving everywhere, cabinet fixtures not installed square, etc.) and required extensive warranty repair by the dealer. This experience feels very much like a bait and switch. For the cost of over $27,000 this should not be such a big ask to have corrected. I also attempted to reach out to the customer service emails listed on the ************************************************* website; however, both emails failed to go through when I attempted to contact them. I also tried to use their customer service portal and have not heard a response back and it's been months. To this date, I have been unsuccessful in getting any direct communication with Primetime Manufacturing. All I want is the correct couch or to be compensated so I can purchase the correct couch that should have come with the **.

  Business Response

  Date: 04/25/2024

  To whom it may concern,

  
  We have taken the time to review our records along with our phone and email system.  Firstly, Prime Time has no record of anyone from the dealership or the retail customer contacting us about the sofa installed in their RV.  Testing of our system and review our contact information located on our website is confirmed accurate and working properly at www.primetimerv.com.  The contact form found there generates an email which is automatically shared with 6 people to ensure the customer receives a response.  We also have a direct contact on our website to one retail specialist. Our local call-in number is in good working order as well, this number is ************.
  
  Secondly, in regard to the installation of the sofa in the *** our brochure has a disclaimer printed on the last page, lower corner, that we reserve the right to substitute or change any product installed at any time during the model year.
  
  Currently Prime Time respectfully declines this request for replacement of the sofa.

  Thank you.

  Customer Answer

  Date: 04/25/2024

  I am rejecting your decision.

  It is irrelevant if your system is currently working or not. When I attempted to reach out to customer service, I was unsuccessful.  The two provided email addresses on your website were undeliverable. I left an inquiry through your customer service portal, which was left unanswered prompting me to have to contact a Better Business Bureau.
  

  The representative from your company who was present at the ** show and at the time of sale never provided me with a brochure. I was never advised that substitutions could just be arbitrarily made. To me, it appears this was deliberately hidden from me. I think it is an absolute disgrace the way you run your company. I will never buy another primetime manufacturing or Forest River product after this experience. This couch issue is one among many due to the obvious practice of measure once cut twice at your manufacturing plant.

  I will be sure to share my experience with anyone considering purchasing a recreational vehicle. So if they will be aware of your company and your shady business practices.

  Business Response

  Date: 05/01/2024

  To whom it may concern,

  As mentioned in our first response to this situation, we have no record of the customer contacting Forest River.  We have warranty claims from the dealership with no mention of this situation concerning the theater seating supplied with the RV.  We do have a warranty claim with a picture of what has been installed in the customers RV. Please see attached...as seen, there is a Theater seat sofa installed in the customers RV.  Along with this, the Theater seating sofa is indicated on our website.  We have installed the correct Theater seat and will not be replacing it.
  
  If you should have any questions or concerns, please reach out by phone at ************ or by email at ***************************.
  
  Since Forest River has provided the correct seating as listed in our brochure, we respectfully request that this matter be closed.

  Thank you.

• Initial Complaint

  Date:10/07/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In all of my interactions with Prime Time/****** *****, they have been rude, difficult, and pushy. They have often ignored information provided, demanded that I provide said information, and blamed me for their inability or unwillingness to review the information provided.Today I called to follow up on parts I have emailed them about at least five times. I was met with an automated system that hung up on me, and in the second call, I was met with a female who was very pushy, kept talking over me, questions everything I said, and then began to sexually harass **** asked, and then demanded, to speak to her supervisor, but it took several requests before someone else came on the phone. I explained to them what had prompted me to ask for a supervisor (the sexual harassment), the ongoing customer service complaints (always getting bad customer service from these people!) and that I had called to follow up on my request for assistance in locating the correct parts for my Prime Time product. He, too, refused to help. I left my name and email address multiple times, and hung up, exhausted form fighting with these people.

  Business Response

  Date: 10/10/2022

  Forest River warrants all units for a period of one year to the original owner. This complaint involves 2012 unit and a subsequent owner.  Forest River Prime Time respectfully requests that the customer no longer reaches out to our customer service department.  Any parts questions, concerns or needs can go through a local dealer who is set up to assist, order and receive parts on behalf of the customer.
  The customer is very rude and condescending to our employees with comments such as "I will start looking for someone who will help me put you back in linetomorrow.
  We have tried to assist the customer with a parts order for his RV. We have simply asked for pictures of the parts he needs. He responded stating the pictures would not go through to our email. We accept thousands of pictures here at Forest River on a daily basis.
  He continued to belittle our employees, therefore we recommended he contact a local dealer to assist with the parts ordering process.
  We were met this morning with yet another rude condescending email from ************** about how terrible our customer service is here at ********************** Time.
  
  As for the sexual harassment comment by a female, I would like to know a name of who he spoke with. The only record that we have here in our system was his phone call to our main office yesterday in which ************** had our receptionist in tears with his rude comments.
  
  We feel we have done as much as possible to work with **************, and therefore request he no longer contacts Forest River.
  Sincerely Forest River Prime ****************

  Customer Answer

  Date: 10/10/2022

   I am rejecting this response, reasons shown below, line by line.
  
  
  Forest River warrants all units for a period of one year to the original owner. - I understand the warranty, I do not understand why this is mentioned since it is not relevant.
  This complaint involves 2012 unit and a subsequent owner. - I agree, both of these are true, however, they are also irrelevant.
  Forest River Prime Time respectfully requests that the customer no longer reaches out to our customer service department. - I have yet to receive any kind of respect from Forest River Prime Time. This request is denied.
  Any parts questions,concerns or needs can go through a local dealer who is set up to assist, order and receive parts on behalf of the customer. - Please provide me with the direct contact information for this person.
  The customer is very rude and condescending to our employees with comments such as "I will start looking for someone who will help me put you back in line tomorrow.
  - This is opinion,and subjective. However, I do say, Thats odd, I have, on many occasions, found you to be very rude, condescending, difficult,harassing, and sometimes even abusive. I respond based on how you treat me, so if you had treated me decently, I would have done the same.
  We have tried to assist the customer with a parts order for his RV. - Please provide evidence to support this statement. To date, I do not not see ANY assistance with my request for the correct part# I need to order.
  We have simply asked for pictures of the parts he needs. - Yes, you did, and I provided them to you multiple times. When they did not go through, I provided you with a link where you could view them, and all the details, at your convenience, which you did not do.
  He responded stating the pictures would not go through to our email. - Yes I did, and yet, you took no action to resolve this.
  We accept thousands of pictures here at Forest River on a daily basis. - So you accept pictures from others, but not from me?
  He continued to belittle our employees, therefore we recommended he contact a local dealer to assist with the parts ordering process. - This is, again, opinion,and subjective. Considering the number of times your employees have been difficult, rude, nasty, harassing, and/or abusive to me, I think you deserve to know your customer service is terrible.
  We were met this morning with yet another rude condescending email from ************* about how terrible our customer service is here at ********************** Time.- Im glad youre receiving my emails. As soon as you start treating me decently, youll see me do the same to you.
  
  As for the sexual harassment comment by a female, I would like to know a name of who he spoke with.
  - As reported previously, the woman refused to tell me her name. I spoke with her on October 6th, 2022, at about **** AM MT.
  The only record that we have here in our system was his phone call to our main office yesterday in which ************** had our receptionist in tears with his rude comments. - Today is October 10, 2022, which means yesterday was October 9th, 2022. I did not call your office on October 9th, 2022.
  I did not set out or take any action with the intention of causing anyone to cry, HOWEVER,you have on almost every interaction Ive had with, been incredibly rude, difficult, harassing, overbearing, and sometimes even abusive towards me, so you will not get any sympathy from me.
  
  We feel we have done as much as possible to work with **************, and therefore request he no longer contacts Forest River. - There are many things you could have done that you have refused to do. Here are some of the things that are quite possible:
  1) Stop talking over me.
  2) Listen to the information I provide you.
  3) Stop talking over me.
  4) Provide the information I requested from you.
  5) Read the email I sent you, accept the information provided, and move the case FORWARD.
  6) Stop telling me all the ways your refusal to move the case forward is my fault.
  7) In fact, dont blame the customer for anything, at all, ever. It only causes conflict.
  8) Stop demanding that I call in to work with you, just communicate with me via email.
  9) When I report a problem, make an effort to investigate, or, accept the workaround I provide instead of simply saying, Well, it works fine for everyone else, so maybe youre just stupid.
  
  Sincerely Forest River Prime **************** - While I believe that you are sincere, I do not believe you have made any effort to resolve any of the open issues, which is why I am seeking third-party assistance.
  Yes, it is true I am seeking someone to help me who has the power to put you back in line, and that means finding someone that you WILL listen to,since you have continually refused to listen to me, at all.
  As someone who has been providing award-winning customer service for over two decades,there are a LOT of things I could tell you that would vastly improve your customer service, BUT, none of them will do any good at this point because you simply refuse to listen to me. You keep trying to stuff me into your system, demand that I do exactly what you say, refuse to provide assistance or guidance when I ask for it, and then treat me as if Im some sort of inbred, illiterate garbage when I dont respond well. Yes, I am human, and yes, I am angry at the way you have mistreated me from the first time I reached out to you. Yes, I understand you dont like my responses, but thats MY point; when you behave in a way I dont like, I respond with behavior that you dont like, with the intention that you will adjust yourself and approach in a more pleasant manner, at which point I will, again, respond in kind.
  If you dont want people to tell you why theyre angry at you for treating them like garbage, stop treating them like garbage! Im not asking you to kiss my ***, Im simply asking you to treat me decently, and I will, again, respond in kind.
  
  
  If you make the above mentioned corrections, I will close the other complaints, I wont file more complaints, and Ill make an effort to work kindly with you to get these issues resolved.
  If you do not make the above mentioned corrections, I will proceed with complaints until you do.
  
  
  I can be your ***** or I can be your boogeyman, but Id rather be your *****.

  Business Response

  Date: 10/17/2022

  Forest River Prime Time will not be participating in any further communications with the unit owner.   Every year there is a model change and records from ten years ago are not held on site.  Parts for aged units are not stocked by Forest River and have to be special ordered.  Photos are required to ensure the correct part is ordered. Forest River's server does have a file size limit and will reject files that are too large. The unit owner has refused to reduce file size and try sending just one photo.  Additionally, Forest River employees do not click on unknown links or create accounts in order to retrieve photos from outside sources, this goes against online security policy.
  While we do operate believing the customer is always right, that does not mean a free ticket to be verbally combative, harassing and insulting to our employees. The unit owner is demanding a service that we cannot provide without further information from the unit owner. Suggestions for local assistance have been provided to the unit owner we ask that he use these suggestions for assistance.  If the unit owner decides not to use an authorized Forest River dealer for their parts needs, online parts wholesalers are available and can be found by searching online.

  Customer Answer

  Date: 10/19/2022

   I am rejecting this response because:

  The companies response includes multiple lies, and clearly shows that they aren't making any effort to resolve issues, instead choosing to continue to vilify and belittle me.

  
  
  My full response:

  Well, I can certainly understand why theyre so incredibly angry, if they believe any of this is true!
  
  Ill take a moment to point out an interesting theme: They dont appear to be working towards a resolution at all, instead seeming keen on throwing me away after making me out to be the bad guy.Meanwhile, Im working through this process, seeking clear understanding, and aiming for a resolution.
  As I have said directly to ****** ***** many times, I firmly believe there is a large gap in the understanding of the communications,which I have, and continue, to attempt to rectify many times.
  
  Here is my latest attempt to rectify those misunderstandings, replied in line for easier reading:
  
  ****** ***** Prime Time will not be participating in any further communications with the unit owner.
  Please reconsider, or provide an alternative.
  Every year there is a model change and records from ten years ago are not held on site.
  Not an issue I brought up, and I dont disagree.
  Parts for aged units are not stocked by ****** ***** and have to be special ordered.
  Again,not an issue I brought up. I didnt ask or demand that you do,nor did I express any expectation for you to.
  I am well aware that they need to be special ordered, and, as I have expressed many times, my understanding is that I need to be the one to order them.
  I have also repeatedly expressed to you that I am asking for your assistance in identifying the correct part, part #, and source to get the best replacement option.
  Photos are required to ensure the correct part is ordered.
  Again,not an issue I brought up. In fact, Ive provided you with photos MANY times.
  ****** *****'s server does have a file size limit and will reject files that are too large.
  Again,not an issue I brought up, no concern here.
  The unit owner has refused to reduce file size and try sending just one photo.
  An outright lie. I have reduced the size of photos in an effort to comply with your stringent demands, but it has apparently not helped as you continue to (rudely, I will add!!) demand I send photos, along with threats of refusing to assist me if I do not cooperate (THAT is combative behavior, BTW).
  Additionally,****** ***** employees do not click on unknown links or create accounts in order to retrieve photos from outside sources, this goes against online security policy.
  At no time did I ask you to do either, so again, not an issue.
  You sure do bring up a lot of issues that arent actually issues in this case.
  While we do operate believing the customer is always right, that does not mean a free ticket to be verbally combative, harassing and insulting to our employees.
  The customer is rarely right, which is a large part of why a customer would reach out to you asking for help.
  I am quite certain I do not have the information I need, which is why I asked you, the manufacturer, for help, in getting the RIGHT information.
  At no point have the two matters been connected from my end.
  Ill point out here that YOU have been verbally combative, harassing,and insulting to me, as well as sexually harassing, pushy, bossy,and downright abusive.
  Youve talked over me many times, youve refused to accept the information Im providing, youve berated and belittled me MANY times in my quest to receive information about parts, and youve even called me, demanding I drop everything Im doing and serve your technician, even after I specifically told you I did not wish to speak with your technician on the phone.
  The unit owner is demanding a service that we cannot provide without further information from the unit owner.
  Again,an outright lie. I am not demanding anything. I AM requesting assistance in locating the correct part number and source for my needs.
  I have provided a lot of information, much of which has been ignored or rejected.
  Suggestions for local assistance have been provided to the unit owner we ask that he use these suggestions for assistance.
  Your definition of local seems to differ greatly from the dictionary definition.
  The dealers you suggested I talk to are three states away, more than ***** miles from my current location.
  If the unit owner decides not to use an authorized ****** ***** dealer for their parts needs, online parts wholesalers are available and can be found by searching online.
  I would prefer to get the correct parts, or at least the best option from the manufacturer first, so I have solid information to base my decisions on.
  
  
  
  
  
  
  After reading through, and replying to, each point in your response here, I can see why you would be so upset, however, I continue to stand firm on the point that almost all of this is a simple misunderstanding that you have blown way out of proportion, and if you would simply approach this matter with the intention of listening to understand instead of listing to respond, you would find that we could, in fact,resolve these issues simply.
  
  
  In most of the emails I have, and the phone calls recordings, I can prove that you have repeatedly been rude, nasty, difficult,combative, harassing, and sometimes even abusive. I can also show that all of this started with you, and I simply did not respond well.I am, after, a human being too, a fact you seem to have forgotten based on the way you have treated me.
  As I have said many times before, I have, and AM, doing my best to comply with your wants, but so many times you have asked me for information IMMEDIATELY after I have provided the information, and when I point that out, you become very nasty, pushy, and demanding,threatening to throw me away because you dont see that I HAVE provided the information to you.
  
  
  Instead of trying (and failing!) to make me out to the bad guy (WHO is right?), why wont you put some effort into resolving the issues and working WITH me (instead of AGAINST me) to figure out how best we can meet each others needs and wants (WHAT is right?)?
  
  
  In doing so, I would appreciate having a single person to email with,and then we can work together to sort out how best to get things done.
  Again,as Ive said many times, Im open to sorting out how to get you the information you need so you can get me the information I need,but I am NOT open to being treated so terribly.
  
  
  
  

• Initial Complaint

  Date:08/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought our trailer from an individual who bought the unit from ******* RV and it is an ******* trailer. It has leaked since purchase but we only know that now after talking with other camp neighbors. It is undetectable to the naked eye. It is all inside the camper wall of slide out. Sadly, now we have a very large bill to pay but the manufacturer did not put certain seals and the gaskets that pull the water away. We also believe the gutters are not correct either. We also have noticed that they did not seal the camper correctly when they manufactured it. I am not going to complain against ******* ** as I'm not sure as the dealer they have anything to do with this. This based on the estimate attached seems to all fall back on the manufacturer as it was being built!

  Customer Answer

  Date: 08/29/2022

  This is for an ******* Camper made by Primetime and the vin is *****************.  I hope this is helpful.  Thank you!

   

  ****

  Business Response

  Date: 09/02/2022

  We are sorry to hear you are having issues with your camper. ****** ***** Inc.  provides a one year warranty to the original owner only. Also provided were several pieces of information on proper seal maintenance and time periods of inspections to be performed.  ****** ***** has no record of reported slide/roof issues while under warranty and no maintenance history.  We have reviewed the estimate to repair and see no indications from the service center that the issues experienced are due to any manufacturing defect.
  We respectfully decline your request for assistance with this invoice. Please feel free to reach out to our retail department, ************, if technical assistance is needed.

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2018 Prime Time Lacrosse ** from a dealer. From the date of purchase I've had problems with the unit and ******* River had deferred me to the useless dealer. I find my self now with fiberglass that is peeling on the ** front. The unit was purchased with a 5 year ******* warranty on the fiberglass. So I called into ******* River and asked what can be done about it? I gave my serial number ending in ****** and I was told that the 5 year warranty had expired 3 months ago in April 2022 (currently its July 2022). When I asked for an explanation of how it could expire when I purchased the trailer in Jan 2018 and I received and the trailer in April of 2018. They said because it was manufactured in April of 2017 they could not cover anything. If I purchase a product with a warranty of 5 years, I expect to be able to collect on the warranty if there are defects. The consumer has no control over when the product was made.

  Customer Answer

  Date: 08/01/2022

  BBB,

    The model is a 2018 Lacrosse 339BHD travel trailer and the *** number is *****************. The trailer was purchased on 1/9/18 and the warranty card was registered on 4/17/18 when the trailer was delivered.

  ***

  Business Response

  Date: 08/11/2022

  We understand that this situation may be frustrating, however all warranties have their limitations and expiration dates.
  Your unit was supplied with a warranty from our paint supplier which started 04/2017, the date the unit was manufactured. Unfortunately, this time period has lapsed, the warranty has expired.
  As a goodwill gesture, Forest River is willing to split the cost of the repairs with you.
  Please reach out to our retail department,************, with a paid invoice for the paint work.
  

• Initial Complaint

  Date:06/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a ****** dollar trailer - ******* River Primetime Lacrosse in May 2021. In the last year the trailer was in our possession camping memorial weekend and labor day weekend and in the shop for the last year. We camp spring thru fall at least twice a month. We camped 10 days while paying for something we can't use. Heater won't shut off, ac wouldn't stay on - fixed twice, doors not hung correctly, seals in outdoor kitchen leaked, seal not all the way around the shower, missing trim, yellow spots all over from whatever they used trying to cover nail holes, can't remove the fridge shelves to clean or adjust because of where they put cupboards, slide wouldn't go back in properly and damage was done, screen door wouldn't stay closed, the list is almost a page long. $****** and used twice. Then treated like it's not.a big deal because of covid and can't get parts. It supposedly just got fixed this month - 1 year later and still no sympathy, would not swap out for one of same value - nothing. I will warn others of ******* River products and the dealership. Our first trailer was ******* River but seems the more you spend the worse the quality! We pick up again tomorrow and I'm not very positive that things are fixed as they should be.

  Business Response

  Date: 06/10/2022

  We are sorry to hear of your frustrations with your Prime Time product. We have discussed your unit with your dealer on several occasions.
  We have also discussed the situation with you as well. However we have not heard from you or the dealer since approx.. 9-29-2021
  We truly hope that you have picked up your unit by the time this response reaches you and all issues have been resolved.
  If you should have any concerns that have not been addressed, please reach out to our retail department to discuss. ************